This course is aimed at our members who want training on the key elements of customer service and aim to develop a positive service culture within their shop.

Good customer service is a key pillar for a charity’s reputation, bringing wider community benefits and is vital for the long-term survival of a store.

Our new course will be delivered by Matthew Plumridge (MJ Plumridge Training & Facilitation) who has been a highly praised trainer for our very well received set of Recruiting Shop Volunteers training courses.

What will I be trained on?

Who are your customers? Identify who comes into your shop, why a service culture is needed in the store, and the importance of customer service to your charity’s mission.

What is your customer service? Differentiate between customer service and the ‘customer experience’, establish what your vision and values are and how they are incorporated into your customer service, and consider the implications and negative impact of poor customer service.

How do you communicate with customers? Build rapport, understand body language and comfort zones, learn different types of questioning styles, understand active listening, and know how to deal with aggression.

Where are the boundaries? Consider why you should develop personal and professional boundaries when delivering customer service. Understand where these are and how to maintain them.

The course will run from 10am until 4.15pm, with registration from 9.30am.

You can download a copy of the course outline here

Who should attend?

This course is ideal for anyone who is looking to develop their charity shop(s) customer service. The course will also be suitable for anyone involved in customer-facing roles such as van/delivery drivers service or those running a shop café.


You can attend a one day training course for £125 plus VAT, with an expert trainer and a small group of delegates.

Lunch and refreshments are included with every booking.


We are also able to offer a small number of bursary places on the course reducing the ticket price to £62.50 plus VAT. These places are aimed at charities who have five or fewer charity shops.

We also have non-member rates for attending the training, although priority is given to members. Please contact us for further details.

When is it?

Unfortunately we don’t currently have any available dates for this training course.

If you would like to book onto a future date, please contact Alex Angelakis, Membership and Events Officer, on

You can view our full training schedule here.

If there’s no training in your area but you would be interested in receiving it, please get in touch.

If you would like more information on any of the training dates above, please email Alex Angelakis, Membership and Events Officer, on

Catering in 2020

In our efforts to go green, all Charity Retail Association events will be 100% vegetarian-catered by default. You are still very welcome to opt for a meat/fish-option so please make sure this is noted in the dietary requirements section when booking, alongside any other dietary requirements you may have.

Cancellation policy

You can view our cancellation policy here.

Other training courses

Managing shop volunteers

Recruiting shop volunteers

Retail Gift Aid